Each client will approach your business with expectations based on their desires and past experience. Those expectations will be either confirmed, denied, or transformed at each touch point they have with your business. This is obvious, the not-so-obvious piece is that the expectations need to be confirmed or denied across the board. If one touch point fails, it can take down the entire experience. Setting and managing expectations is essential at every step of the way. Intentionally designing the experience of each touch point a client has with your business will set the foundation for the remainder of your communication. . Consistently delivering a clear message and vision will over time become your brand.
Connected episodes:
2: Communication of Design,
4: Building a Business Through Referrals,
9: Defining your Ideal Client,
12: Design Presentation- a valuable tool in the design process.

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